Managing, Viewing, and Responding to Alerts › Introduction to Alert Management

Introduction to Alert Management

An alert is a message on the Operations Console that reports a fault condition that is associated with a resource or service.

Once service models are defined, alert conditions that impact configuration items in the integrated domain managers appear in CA SOI as infrastructure alerts. CA SOI provides a powerful and unified alert console that gives operators a view of the following items:

infrastructure alerts

A domain manager reports an infrastructure alert, which is a fault condition on a CI in CA SOI.

service alerts

A service alert is an alert condition that CA SOI generates based on analysis of a modeled service that it is monitoring.

Service alerts can originate from CA SOI based on analysis of the service model, impact policy, and active infrastructure alerts. They can also originate from a service-oriented domain manager, such as CA Spectrum Service Manager.

CA SOI alerts include details like the alert severity that the domain manager assigns and the number of services the alert impacts. In CA SOI, you can acknowledge, assign, annotate, exempt, and clear alerts. You can send notification messages to notify technicians about an alert. Alerts can trigger escalation policy that performs actions such as automatically opening help desk tickets. Escalation policies are defined by your administrator. You can also perform some escalation actions manually.

You can sort and filter alerts by any property and CA SOI can present alerts in several ways:

• The list of all service-impacting alert conditions. You can sort to show the most business critical (or highest service impacting) alerts across the entire service infrastructure.
• The list of alerts impacting a specific service and its subservices and configuration items.
• The list of alerts impacting a specific configuration item.

Operations personnel are responsible for the day-to-day tasks involved in monitoring the health of services and resources. The topics in this section explain the properties of an alert. The procedures help you get the most value from the alert management features of CA SOI.